ANALISIS INDEKS KEPUASAN MASYARAKAT PADA KANTOR PERPUSTAKAAN DAERAH PROPINSI JAWA TENGAH

Abstract

Public service is the basic and actualization of bureaucracy existence.
Bureaucracy face is reflected in the attitude and behavior of bureaucrats in giving
their service to the public. Library as a part of public service institutions is
considered having high quality if it can give fast, right, and satisfying service.
The library should enhance its service as to the societys expectation. In another
words, library as the centre of information supply should give a high quality service
to its customers. The research is aimed at knowing societys satisfaction index
toward Central Java Librarys service according to the 14 indicators based on
the Decree of Minister of State Apparatures Utilization No.25/KEP/M.PAN/2/2004
on General Service Order Guidance. Based on the analysis, service index of
the library is 2.73. Conversed with the basic score of 25 the result is 68.40.
Therefore service quality of the library is considered as B, meaning that service
performance of Central Java Provincial Library is Good. However it is
recommended that there should be improvement in the procedure of Library
Card making that considered to be too long and inflexible.